Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shana Wentzel

IT Engineer
Cape Town,WC

Summary

Detail-oriented Engineer with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.

Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

Overview

12
12
years of professional experience
1
1
year of post-secondary education
1
1
Certification
1
1
Language

Work History

IT Support Engineer

TechQuarters
London
12.2020 - Current
  • Used ticketing systems to manage and process support actions and requests.
  • Configured hardware and granted system permissions to new employees.
  • Monitored systems in operation and quickly troubleshot errors.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Assisted with updating technical support best practices for use by team.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Type.
  • Provided documentation on troubleshooting of technical processes to support desk staff.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Submitted service tickets for equipment maintenance requests.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Translated complex technical issues into digestible language for non-technical users.
  • Managed high levels of call flow and responded to Type technical support needs.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Researched product and issue resolution tactics to address customer concerns.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Identified potential sales and cross-selling opportunities and informed supervisor.

Helpdesk Support Engineer

Gijima Holdings
Newlands
06.2018 - 11.2020
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Monitored systems in operation and quickly troubleshot errors.
  • Performed root cause analysis and general troubleshooting.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Collaborated with outside departments to implement system-wide improvements.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Provided Type support to Type users in 24/7 uptime environment, often working double shifts to accommodate time zones.
  • Set up and administered Type and Type systems and configurations.
  • Applied superior Type knowledge to improve Area.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks.
  • Retained existing clients and developed Number new accounts by extending high quality and efficient support service.

Data Coordinator

Careworks Convenient Healthcare
Newlands
05.2017 - 05.2018
  • Sorted and processed incoming reports before putting data into processing software.
  • Located and corrected data entry errors and reported to management.
  • Verified accuracy of data before transcribing.
  • Compiled and verified accuracy and sorting information to prepare source data for computer entry.
  • Double checked accuracy of hard copy paperwork and rectified any issues.
  • Tracked and maintained records for Type department.
  • Answered data questions for company leaders as subject matter expert to enhance decision making.
  • Mined Type and Type data to efficiently fulfill client requests and orders.
  • Mapped data between source systems and warehouses.
  • Completed quality reviews for designs, codes, test plans and documentation methods.
  • Collaborated with multi-functional roles to communicate and align development efforts.
  • Prepared functional and technical documentation data for warehouses.
  • Performed systems and data analysis using variety of computer languages and procedures.
  • Coordinated troubleshooting support for warehouse personnel.
  • Cooperated fully with product owners and enterprise architects to understand requirements.
  • Documented data warehouse architecture to guarantee capacity met current and forecasted needs.
  • Selected methods and criteria for warehouse data evaluation procedures.

Data Capture Clerk

Careworks Convenient Healthcare
Newlands
04.2017 - 04.2018
  • Uploaded or transmitted data using secure protocols.
  • Conducted surveys and documented all responses.
  • Gathered and submitted observational information in addition to required data points.
  • Collected Type and Type information at various locations.
  • Corrected data entry errors to prevent duplication or data degradation.
  • Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
  • Added documents to file records and created new records to support filing needs.
  • Evaluated source documents to locate needed information.
  • Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them.
  • Kept optimal quality levels to prevent critical errors and support team performance targets.
  • Coded and processed applications into required electronic formats.
  • Accurately handled data entry for Number clients into company-based software.
  • Verified accuracy of computer system information by updating Type data.
  • Sped up new software training in migration from Software to Software for Number employees.
  • Learned new skills and applied to daily tasks to improve efficiency and productivity.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Delivered efficient daily assignment schedules based on Type factors to optimize team performance.
  • Scanned documents and saved in database to keep records of essential organizational information.

Mobile Repair Technician

Smartlab
Montague Gardens
10.2016 - 12.2016
  • Provided diagnostic estimates for repairs, tracking malfunctions and breakage to draft repair cost estimates.
  • Inspected devices for signs of intentional or accidental damage to determine warranty eligibility.
  • Backed up and restored user data to replacement devices, maintaining strict customer privacy protocols.
  • Replaced touch-sensitive digitizers and displays using official OEM parts to maintain warranty eligibility.
  • Reset and restored mobile operating systems such to factory default settings to correct software-based faults.
  • Offered guidance to consumers on purchasing mobile phone accessories.
  • Installed replacement batteries, maintaining strict adherence to safety protocols to avoid overheating.
  • Adhered to repair and maintenance guidelines set down for Type devices.
  • Decommissioned unwanted consumer devices, safeguarding remaining data through reliable destruction methods.
  • Safely disposed of decommissioned devices, directing electronic waste to appropriate recycling facilities.
  • Followed instructions from supervisor regarding daily job tasks and duties.
  • Positively engaged with customers and maintained professional appearance as company representative.
  • Continuously adhered to strict regulations as well as detailed instructions, guidelines and specifications.
  • Optimized work readiness with effective gathering of parts and supplies in alignment with specifications.
  • Executed tasks within time and budget constraints.
  • Successfully alleviated Type issues by using Type troubleshooting method.
  • Created and followed detailed maintenance schedules for Type equipment, resulting in Number% increase in equipment lifetime.

Front Office Administrator

PMA & Accociates
Pinelands
04.2016 - 08.2016
  • Responded to inquiries from callers seeking information.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Provided clerical support to company employees by copying, faxing and filing documents.
  • Prepared mail and packages for shipment, pickup and courier services to expedite delivery.
  • Routed business correspondence, documents and messages to correct departments and staff members.
  • Drafted professional memos, letters and marketing copy to support business objectives and growth.
  • Screened visitors and issued badges to maintain safety and security.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Coordinated communications, financial processing, registration, recordkeeping and other administrative functions.
  • Interacted with customers by phone, email or in-person to provide information.
  • Supported office manager with proactive correspondence management, document coordination and customer relations.
  • Reported on daily office activities to help managers stay on top of dynamic conditions and make proactive decisions.
  • Kept detailed records of supplies and office equipment use to budget and make orders for new supplies.
  • Scheduled conference rooms, prepared agendas and maintained calendars to prepare for meetings and events.
  • Produced high-quality communications for internal and external use.
  • Delivered clerical support by handling range of routine and special requirements.
  • Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
  • Tracked office supplies and restocked low items to keep team members on-task and productive.
  • Maintained open communication with customers to foster positive relations and provide updates on issues.
  • Evaluated office documentation to check accuracy and complete missing pieces, avoiding delays and maximizing team productivity.
  • Kept accounts and records current by actively pursuing error resolutions and independently correcting problems.
  • Edited documents to improve accuracy of language, flow and readability.
  • Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
  • Organized, facilitated and participated in community service efforts.

Social Media Coordinator

BizXNet
Cape Town
04.2013 - 03.2016
  • Strategically planned, implemented and monitored client's social media content and campaigns using complex editorial calendar.
  • Created social media content with consistent content and tone.
  • Developed marketing content such as blogs, promotional materials and advertisements for social media.
  • Wrote social media content to increase engagement with customers.
  • Increased customer engagement through social media.
  • Analyzed and reported social media and online marketing campaign results.
  • Collaborated with sales, product management and web development teams to create specific marketing campaigns across multiple platforms.
  • Interacted with fans and clients in effort to take advantage of positive posts and feedback to boost brand identification.
  • Posted new content for products and services when managing marketing and release calendars.
  • Partnered with graphic designers creating content and promoting ad campaigns.
  • Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.
  • Engaged social media audience by collaborating with graphic designers to develop viral content.
  • Improved page content, keyword relevancy and branding to achieve search engine optimization goals.
  • Assessed content and tone for consistency to optimize social media accounts.
  • Strategized and developed video content for client's website and social media publications.
  • Maintained current social media trends through attending professional conferences and webinars.
  • Analyzed key performance indicators monthly, applying data analytics to drive future strategic planning.
  • Produced blog posts, pay-per-click ads and promotional content.
  • Tracked and analyzed social media and online marketing initiatives.
  • Evaluated monthly performance statistics and used data to inform future strategies.
  • Supported SEO initiatives to improve content, keywords and branding.
  • Generated interest for new and upcoming product and service releases by managing social media accounts.
  • Identified effective promotional methods and negotiated media through meticulous market research.
  • Increased user base by promoting brand awareness and launching key marketing efforts.
  • Utilized social media marketing tools such as Software.
  • Trafficked advertisements to target audience using specific algorithms for focused exposure.
  • Tracked competitors' content and social presence and responded appropriately when required.
  • Tracked and capitalized on emerging industry trends to boost campaign performance.
  • Maintained internal communication systems and managed corporate email signatures.
  • Monitored advancements in social media and technology, working with marketing teams to adopt new platforms and facilitate integration into marketing plans.
  • Archived critical interactions and posts so that all key information was documented for future reference.
  • Assisted product team in properly and effectively handling bad reviews and negative posts.
  • Managed relationships with high-profile clients and translated marketing and social media needs into results-driven strategies.
  • Monitored return on investment of online and social media marketing efforts.
  • Devised results-driven strategies and roadmaps based on clients' needs.
  • Developed comprehensive resource management reports, data presentations and data analytics reports.

Customer Service Agent

Teleperformance
Cape Town
10.2015 - 12.2015
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Communicated with clients regarding account services, statements, and balances.
  • Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
  • Provided primary customer support to internal and external customers.
  • Responded to customer calls and emails to answer questions about products and services.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Addressed customer account discrepancies and concerns.
  • Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
  • Facilitated communications through management of inbound and outbound customer calls.
  • Educated customers on company systems, form completion and access to services.
  • Adapted to new applications and maintained knowledge of current technologies.
  • Recommended products to customers and suggested other options if preferred product was unavailable.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
  • Resolved over Number customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Contacted customers to return routine and general calls promptly.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Entered customer information into customized computer system with Software to document and organize client records.
  • Conferred with management and vendors to discuss defective and unacceptable services and determine corrective action.
  • Researched and evaluated suppliers and vendors based on quality, price, selection, availability and distribution capabilities.

IT Administrator

Masons Complete Office Solutions
Pinelands
04.2014 - 04.2015
  • Oversaw on-site IT engineer dispatch plans, creating pre-defined response scenarios for common malfunctions and service call types.
  • Directed budgeting studies on current and proposed IT spending plans, determining maximally impactful business enhancements and minimizing wasteful spending.
  • Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Interfaced with high-level client personnel, collecting performance feedback and integrating positive and negative evaluations into future IT policies.
  • Created remote service interaction scenario manuals, defining appropriate triage and response policies for common ticket types.
  • Reviewed deficiencies based on internal audits and suggested remedies.
  • Assessed business requirements to forecast annual budgetary operational costs.
  • Developed multi-site IT execution strategies, aligning work orders at Number locations to effectively align available resources with historical service data.
  • Designed staffing plans for newly opened Type locations, organizing hiring and training scenarios to verify availability of competencies at each facility.
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
  • Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
  • Oversaw development and implementation of improvements to support and network operations.
  • Communicated regularly with customers concerning data exchange and technology integration.
  • Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
  • Supported implementation of warehouse management system software applications to enable centralized management of tasks.
  • Interviewed, hired and trained staff, leading performance reviews and offering constructive feedback.
  • Led team for software engineering services and supported key clients in development efforts, establishing standards, determining specifications and creating Service and Operational Level Agreements (SLA) and (OLA).
  • Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
  • Coordinated Type projects, defined scope and managed milestones.

3G Data Specialist Team Leader

Telkom
Cape Town
11.2010 - 03.2014
  • Learned new skills and applied to daily tasks to improve efficiency and productivity.
  • Carried out day-to-day duties accurately and efficiently.
  • Collaborated with team members to achieve target results.
  • Used coordination and planning skills to achieve results according to schedule.
  • Participated in team-building activities to enhance working relationships.
  • Improved operations through consistent hard work and dedication.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Conducted research, gathered information from multiple sources and presented results.
  • Led projects and analyzed data to identify opportunities for improvement.
  • Delivered services to customer locations within specific timeframes.
  • Received and processed stock into inventory management system.
  • Adhered to social distancing protocols and wore mask or face shield.

Data Mobile Specialist

Telkom
11.2010 - 03.2014
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Worked with customers to understand needs and provide excellent service.
  • Used coordination and planning skills to achieve results according to schedule.
  • Improved operations through consistent hard work and dedication.
  • Developed and maintained courteous and effective working relationships.
  • Increased customer satisfaction by resolving issues.
  • Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Created plans and communicated deadlines to complete projects on time.
  • Prepared variety of different written communications, reports and documents.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Led projects and analyzed data to identify opportunities for improvement.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
  • Monitored company inventory to keep stock levels and databases updated.
  • Adhered to social distancing protocols and wore mask or face shield.

Education

CISCO CCNA Routing & Switching - Computer Networking And Telecommunications

Cape College
Crawford Campus
03.2016 - 06.2016

IT Business Diploma - Computer Networking

IT Business Campus
Kenilworth Campus
01.2008 - 12.2008

Skills

Software diagnosis

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Certification

Certified Cisco CCNA Routing & Switching

Timeline

IT Support Engineer

TechQuarters
12.2020 - Current

Helpdesk Support Engineer

Gijima Holdings
06.2018 - 11.2020

Data Coordinator

Careworks Convenient Healthcare
05.2017 - 05.2018

Data Capture Clerk

Careworks Convenient Healthcare
04.2017 - 04.2018

Mobile Repair Technician

Smartlab
10.2016 - 12.2016

Front Office Administrator

PMA & Accociates
04.2016 - 08.2016

CISCO CCNA Routing & Switching - Computer Networking And Telecommunications

Cape College
03.2016 - 06.2016

Certified Cisco CCNA Routing & Switching

03-2016

Customer Service Agent

Teleperformance
10.2015 - 12.2015

IT Administrator

Masons Complete Office Solutions
04.2014 - 04.2015

Social Media Coordinator

BizXNet
04.2013 - 03.2016

3G Data Specialist Team Leader

Telkom
11.2010 - 03.2014

Data Mobile Specialist

Telkom
11.2010 - 03.2014

IT Business Diploma - Computer Networking

IT Business Campus
01.2008 - 12.2008

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Shana Wentzel IT Engineer